An unfortunate peek into Erica's life; milk's popularity trending downward; questions from volunteers; How do you effectively juggle calls?; Calls-gone in 60 seconds, or less; answer rates in context; how we have such bad ass volunteers; Midwestern goodbyes; compassionately wrapping up calls; "experienced" callers; Can you be the person to follow-up with someone you talked to in crisis?; rapport vs. relationship; ; callers building a relationship with HQ rather than individual counselors; "They're HQ"; When and how should you refer someone to mental health services?"; what it looks like to go to the ER; referring someone to a therapist; least restrictive environment; why training is so long; send us more questions; and much more.

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